Service Desk Analyst - IT

Summary about this job

Detail information about job Service Desk Analyst - IT. Terms and conditions vacancy

Work for a global company with some of the world’s most trusted and iconic brands.

Be part of an exciting business where employees are recognised and career growth is nurtured.

PepsiCo Australia & New Zealand is home to some of the world’s most trusted brands such as Smith's Chips, Red Rock Deli, Sakata Rice Crackers, Pepsi Max and Gatorade! We are a progressive and people-focused business, and believe our diverse workforce is the key to our success. Because we value our employees and their families, we offer an agile and flexible working environment with an emphasis on work life balance and health.

To continue our success we currently have a 12 month contract opportunity to join our IT team as a Service Desk Analyst.

Key Accountabilities:

• Perform regular self and peer reviews of Service Desk Support tickets including post-resolution follow-ups
• Develop knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users
• Ensure that all inbound customer phone calls, logged incident tickets, emails, voicemails and ‘walk-ins’ are promptly answered/responded to and logged immediately within the online Service Desk System
• Ascertaining and understanding the business impact and priority of customer problems, managing customer expectations and setting the ticket severity appropriately, communicating high severity issues as appropriate
• Undertaking necessary diagnosis & troubleshooting with customers and ensuring the troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution are immediately documented in the online Service Desk System
• Manage assigned tickets to ensure courteous, timely, and effective resolution of end user issues and requests
• Escalate tickets (when required) to the appropriately experienced technician or vendor
• Continually measure, monitor and drive down incident levels by identifying problems and Continuous Improvement Opportunities
• Provide training to Service Desk and wider IT team in processes and technologies to facilitate knowledge sharing

Qualifications, Skills & Experience

• 2-5 years of related IT business work experience
• Demonstrable experience of working in a managed services environment and ability and flexibility to work within a rotating day-shift roster
• ITIL experience and qualification. Knowledge of IT process frameworks and supporting roles and tools, especially related to Incident and Critical Incident Management
• Experience in a medium to large scale corporate environment
• Ability and experience working effectively in a medium to large scale corporate environment with competing demands and priorities
• Exceptional written and oral communication skills, focusing on reporting and analysis
• Customer service, problem solving, and interpersonal skills, with a focus on listening and questioning skills
• Proficiency in managing multiple efforts simultaneously
• Commitment to standards and adherence to processes
• Knowledge of SAP would be an advantage

What we can offer you:

• Excellent work-life balance with our flexible office environment
• A competitive remuneration package
• Discounted retail and service benefits through our PepsiCo extras program

Working at PepsiCo:

Your positive attitude will be rewarded with excellent long term local and global career opportunities, and ongoing professional development along with a fun and rewarding working environment.

You will be a key part of a dynamic team and a valuable contributor to a global company that is one of the FMCG market leaders. At PepsiCo, we recognise our people as a key part of our business.

We are committed to recruiting, training and retaining high quality people, and with our new, state-of-the-art office located in a convenient location close to public transport and parking, we believe this to be an environment where our people thrive.

Interested? Know someone who might be? This is a great opportunity to join the PepsiCo ANZ team.

PEPSICO’S job application process:

1. Submit your application via our website, including a cover letter & resume
2. Interview and skills evaluation
3. Online Assessment process
4. Reference and background checks

Our Commitment is to deliver Sustained Growth through Empowered People acting with Responsibility and Trust.